Sr Director, Customer Operations

We’re building the AI-driven future of customer success, from retention to growth!

We’re building the AI-driven future of customer success, from retention to growth! Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. The Gainsight Customer OS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers. To explore how our suite of solutions is shaping the future of customer success, check out the link.

We’re looking for a full-time Sr Director, Customer Operations to join our Sales team reporting to the EVP & GM, Atlas. This role is a remote role based in the USA.

• Design and stand up the process and tooling that captures roadblocks from Renewal Managers, QA findings, and gaps in agent output

• Define how captured items are ranked, using volume, customer impact, effort to fix, and fit for moving a step from human-led to agent-led.

• Run the cycle that turns ranked items into SOP changes, workflow changes, or requirements for Product and Engineering, and close the loop with the reps who raised them.

• Improve the automation in this loop over time, so bottlenecks surface from data and agent activity and not only from rep reports.

• Assess each customer’s CRM, quoting tools, integrations, and data quality before go-live, and document how they affect the workflows and SOPs that agents and Renewal Managers can follow.

• Maintain a record of customer system profiles, including CPQ level, integrations, and tech stack, so Atlas can see which setups support successful benchmarks and which need work first.

• Partner with Solution Architects and Implementation so what is learned about a customer’s systems is validated in customer SOPs and workflows provided

• Lead the effort to improve SOPs with better data and system integrations between Atlas and CS platforms.

• Use business operations analysis across customers to find shared bottlenecks, and recommend process and integration changes that remove friction from the renewal process.

• Work with Commercial Analytics to track the Autonomy Rate by customer and workflow, and target the next improvements.

• Set the standard for SOPs, quoting steps, and system hygiene across customers, and keep them current in partnership with QA.

• Lead and develop the Customer Operations Managers, assign them to customers based on pipeline, implementation, and go-live demand, and hire people with emerging AI skills.

• Partner with FD Product Managers and Engineering on the roadmap for agentic features that handle renewal steps, with workflow evidence and volume behind each request.

• Engage customer Sales Ops and Rev Ops leaders on process standards and on the data sharing between Gainsight and the customer for renewal book mapping, assignment, and coverage improvements from AI signals.

• Surface problems, own the path forward, and clarify ownership.

This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business. This role will require occasional travel for team meetings, training, or company events.

• 15+ years of experience in business operations, business systems, sales operations, or renewals operations, including 7+ years managing teams, with end-to-end ownership of a renewal, quoting, or quote-to-cash process.

• Leads by example with an iterative fail small/fail fast mindset

• Experience building the process and…